Complaint Resolution

osop_version: "1.0"
id: "complaint-resolution"
name: "Complaint Resolution"
description: "Customer complaint handling from intake through investigation, resolution proposal, and follow-up."

nodes:
  - id: "complaint_filed"
    type: "human"
    subtype: "input"
    name: "Complaint Filed"
    description: "Customer files complaint via phone, email, or support portal with issue details."

  - id: "acknowledge"
    type: "system"
    subtype: "action"
    name: "Acknowledge Receipt"
    description: "System sends acknowledgment with case number and expected response time."

  - id: "investigate"
    type: "human"
    subtype: "input"
    name: "Investigate Issue"
    description: "Support agent reviews account history, logs, and contacts relevant teams."

  - id: "propose_resolution"
    type: "human"
    subtype: "input"
    name: "Propose Resolution"
    description: "Agent proposes a resolution — refund, credit, replacement, or process change."

  - id: "customer_decision"
    type: "human"
    subtype: "review"
    name: "Customer Accepts or Rejects"
    description: "Customer reviews the proposed resolution and accepts or requests escalation."
    timeout: "72h"

  - id: "close_followup"
    type: "human"
    subtype: "input"
    name: "Close & Follow-Up"
    description: "Agent closes the case and follows up after 7 days to confirm satisfaction."

edges:
  - from: "complaint_filed"
    to: "acknowledge"
    mode: "sequential"
  - from: "acknowledge"
    to: "investigate"
    mode: "sequential"
  - from: "investigate"
    to: "propose_resolution"
    mode: "sequential"
  - from: "propose_resolution"
    to: "customer_decision"
    mode: "sequential"
  - from: "customer_decision"
    to: "close_followup"
    mode: "conditional"
    when: "decision == 'accept'"
    label: "Resolution accepted"
  - from: "customer_decision"
    to: "investigate"
    mode: "conditional"
    when: "decision == 'reject'"
    label: "Escalate and re-investigate"